Joe Kitchen Email and Phone Number

Responsible for management and delivery of a wide range of IT projects, including: CRM, Hosted Server Migration, DMS, System Upgrades, MRI HorizonWorking with cross-functional teams, stakeholders and external suppliers to ensure clear and transparent communication throughout the project lifecycle.Helping to establish a PMO, introducing Project Management processes, policy and a framework for Change to control the IT project pipeline.Management and reporting of all project and non-project IT risk.

Responsible for a geographically diverse team of Desktop and Infrastructure Support Analysts, ensuring that IT Service Desk provides an effective service across Volac’s sites and meets agreed KPI's for problem solving, customer service and performance. Ensure that customer’s problems are effectively managed to a successful outcome.Key Responsibilities- Develop a team of Support Analysts providing 1st and 2nd level support via the IT Helpdesk- Ensure adherence to Service Management principles - ITIL led; Configuration Management, Problem Management and Change Management- Operate in compliance with ISO standards- Maintain effective relationships with Volac’s partners and suppliers of key IT solutions- Develop effective relationships with internal customers- Communicate on all aspects of service including service interruptions to all stakeholders- Perform basic administrative support duties, as required, to meet specific operational objectives- Provide assistance and support to colleagues in IT-related matters- Keep customers informed of progress and manage customers’ expectations

Support, develop and maintain the Volac network and devices at all Volac sites.- Software licensing- Network Security- System backups- Active Directory administration- Network hardware installation (servers, switches, NAS etc)- System monitoring- 1st and 2nd line Technical support (National and International)

- Administrator of the internal VLE and intranet services- Administrator of the student e-mail system- Management of Active Directory, Group Policies, Workgroup Manager and Managed Preferences.- Assisting in the training of staff regarding the use of Apple Macs, Windows PCs and subject specific software- Developing additional resources and methods of more interactive eLearning alongside various departments- Maintenance of school network (600+ devices)- 1st and 2nd line support for staff and student population (1800+ users)

- IT Hardware maintenance- Active Directory administration- NAS management- Infrastructure support- PC Image creation and software deployment